Customer Solutions Specialist

hace 4 semanas

Barcelona, Barcelona, España Npaw A tiempo completo

About Npaw

Npaw is a leading video intelligence company that helps online streaming services grow. As a global pioneer in its space, Npaw has over a decade of experience developing groundbreaking, scalable analytics solutions to optimize performance and user engagement, build media experiences that maximize revenue, and provide advanced visibility of platform performance, audience behavior, advertising, and content efficiency in real-time to support data-driven decisions.

Our Mission

Npaw serves more than 150 video services and processes over 200 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, Npaw has offices in Barcelona and New York with teams around the world.

About the Role

We are seeking a highly skilled Customer Solutions Specialist to join our Product Analytics team. As a key member of our team, you will play a pivotal role in enhancing customer experiences through our analytics platform.

Key Responsibilities

  • Act as a key point of contact for customers, deeply understanding their needs and aligning them with our onboarding processes.
  • Work alongside Integration Engineers to streamline the integration process, ensuring it is efficient and meets customer requirements for a seamless experience.
  • Develop and execute customer training sessions, ensuring users are well-equipped to utilize our product to its full potential.
  • Manage and enhance customer satisfaction and user adoption through ongoing support, regular check-ins, and by acting on customer feedback.
  • Liaise between customers and our internal teams, including Customer Engineering for technical queries and the Product Team for feature requests or feedback.
  • Utilize data modeling knowledge to support customers with data structuring and analysis interpretation, creating custom dashboards and providing actionable insights.
  • Monitor customer health metrics, including usage patterns, satisfaction levels, and overall engagement, to inform strategy and interventions.
  • Provide troubleshooting assistance to resolve any technical issues and collaborate with the product team to address and resolve technical challenges.

Requirements

  • Proven experience in a customer-facing role within the technology, software, or SaaS industries, with a strong focus on customer success and engagement.
  • Adept at conducting effective customer training sessions and driving user adoption and satisfaction.

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